Senior Director, End User Support | Senior Director, Customer SupportContact: bobalbert6@gmail.comSenior support leader experienced in building and leading world-class customer support and operations teams. Through team development and training, ensures high levels of customer and employee satisfaction. Utilizes strong analytical skills along with project management to optimize workflows and overall operations.Core Strengths:* Global End User Support* IT Management* Contact Center Technology* Service Standards, KPIs, Metrics* Team Facilitation & Development* Process and Project Management* Vendor Management * Client Relations* Budget Management * Sales* Recruiting and Interviewing* ITIL Foundations V3 CertifiedAccomplishments:▪ Saved $2 million annually by redesigning staffing model and implementing new training for existing staff.▪ Improved First Contact Resolution rate by 20% within a 5-month period through insourcing the work, then hiring and training outstanding service professionals. Resulted in 5% lower costs.▪ Created training and development plans for employees, resulting in a talent pipeline where annually 10-30% of staff received promotions into other positions throughout the organization.▪ Slashed escalated complaints on subscription-based product, to executive office by 95% and achieved the highest service levels in history of product.Please email me at bobalbert6@gmail for any customer support leadership opportunities.